Historical record of incidents for CaptivateIQ
Report: "Statements cannot be downloaded"
Last updateThe fix for downloading Statements has been implemented, and we see that the issue has been resolved.
As a temporary workaround, statements can still be downloaded using the Bulk Download option.
We are investigating the issue with Statement Downloads. Our team is looking into this and will report back in 30 minutes.
Report: "Data not showing in Workboooks"
Last updateThe fix for data not showing up in certain workbooks has been implemented and we see that the issue has been resolved.
The issue has been identified and we are implementing a fix
We are investigating reports of data not showing up in certain workbooks. Our team is looking into this and will report back in 30 minutes.
Report: "Some Managed Connectors Failing"
Last updateThis incident has been resolved.
We are continuing to work on a fix for this issue.
We are continuing to work on a fix for this issue.
The issue has been identified and a fix is being implemented.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are currently investing an issue where some managed connectors are failing.
Report: "Issue with some customer dashboards"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We're investigating an issue that's making some dashboards unavailable for users.
Report: "Issue loading various CIQ pages"
Last updateThis incident has been resolved.
A fix has been implemented and we are now monitoring.
The issue has been identified and we are implementing a fix.
We have been made aware of an issue with loading various pages in CaptivateIQ. We are investigating and will update in 30 minutes.
Report: "Issue with Viewing Payout Screens in CIQ"
Last updateThis incident has been resolved
A fix has been implemented and we're monitoring the results.
We have identified an issue with loading certain pages related to payout processing and worksheets. We are implementing a fix and will update within 30 minutes.
Report: "Issue with Dashboards loading"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are continuing to work on a fix for this issue.
The issue has been identified and we are implementing a fix.
We are currently investigating an issue where users can not load dashboards.
Report: "Plan Management Envelope Sending"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We are currently investigating an issue where Users are unable to send Docusign envelopes.
Report: "Bulk Payout Processing and Payout Export Errors"
Last updateIssue resolved as of 08:36AM PT
A fix has been implemented and we are monitoring the results.
We are continuing to work on a fix for this issue.
The issue has been identified and a fix is being implemented.
Report: "Issue loading CaptivateIQ"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We have identified the cause of the incident are are working to implement a fix. We will update again in 30 minutes.
We are experiencing issues where customers may not be able to access CaptivateIQ. We are currently investigating and will provide an update in 30 minutes.
Report: "Slowness in some customer instances"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are continuing to work on a fix for this issue.
Some customers may be experiencing slow load times across the app, we have identified the cause and are working to resolve the issue as soon as possible
Report: "Slowness in some customer instances"
Last updateThis incident has been resolved.
We have identified the issue, implemented a fix and are actively monitoring.
We are currently investigating reports of customer slowness in some instances. We will provide an update in 30 minutes.
Report: "CaptivateIQ is experiencing internal DNS issue"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "We are experiencing some infrastructure issues which can cause app slowdowns in multiple places"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results. Record processing performance might still be degraded due to backlog of jobs.
We are experiencing some infrastructure issues that may cause some customers to experience slowdowns when viewing worksheets, or possible failures when processing jobs. Our team is investigating now.
Report: "Dashboarding problems for some customers"
Last updateThis incident has been resolved.
We are currently investigating an issue with customer dashboards.
Report: "Delayed jobs processing"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
Report: "Slowness in some customer calculations"
Last updateCalculation performance is back as expected as of 12:20PM PT
We've implemented a fix and are seeing an improvement in performance as of 12:14PM PT
There are currently some customer calculations that may be slower than expected as of 11:23AM PT. We are working on addressing the issue.
Report: "Issue loading CaptivateIQ"
Last updateIssue is resolved and sandbox functionality is restored.
Payout processing backlog has been worked through and is now fully operational. Sandbox syncs are still blocked.
We have identified the cause of the issues and resumed payout processing. Users will experience degraded performance as the payout processing infrastructure works through the backlog. Sandbox syncs are currently blocked. All other components are operational.
We have identified the cause of the issues and resumed payout processing. Users will experience degraded performance as the payout processing infrastructure works through the backlog.
We are continuing to investigate this issue.
We are investigating issues loading the CaptivateIQ platform. We will report back here as soon as we learn more.
Report: "Reporting/Dashboarding"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
Some customers may be experiencing issues with dashboarding/reporting. Our team is currently investigating.
Report: "Email sending delay"
Last updateThis incident has been resolved.
We're currently looking into an issue delaying emails to our users as of 10:20 AM Pacific Time. We'll provide updates as we learn more about what's going on.
Report: "Duplicate records in data worksheets"
Last updateWe have resolved the issue with duplicate records in data worksheets that affected some customers. CIQ support will contact any customers affected by the issue within the next 24 hours.
We have a fix to remove duplicate records from worksheets. The fix will be rolled out in the next hour. We will send another update as soon as we start these updates. Please continue to refrain from exporting or processing data.
The issue has been identified and a fix is being implemented.
We are investigating an issue with duplicate records in some data worksheets.
Report: "Some records not showing up in worksheets"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results. Application is back online.
We've identified a fix that requires the application to be in maintenance mode for 30 minutes. CaptivateIQ will be unavailable during that time.
The issue has been identified and a fix is being implemented.
We're experiencing an issue with some records not appearing worksheets. We're actively working to identify a fix.
Report: "Login problem affecting Single Sign-On (SSO) Customers"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "Degraded Performance in Application"
Last updateThis incident has been resolved.
CaptivateIQ is experiencing degraded performance in the application. We are monitoring the situation and expecting a continuous improvement in response times
CaptivateIQ is experiencing degraded performance in the application. We are aware of the issue and are currently investigating.
Report: "Degraded Performance in Payout Processing"
Last updateThis incident has been resolved.
We have implemented a fix and are monitoring.
We are currently seeing degraded performance with payout processing and are working to address the issue.
Report: "Slowdown in some asynchronous processes"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results.
We are experiencing a slowdown in some asynchronous processes and some customers may experience delays. Our team has identified the issue and working to resolve it.
The issue has been identified and a fix is being implemented.
We are experiencing a slowdown in some asynchronous processes. Some customers may experience delays. Our team is working to resolve the issue.
Report: "Investigating application performance issue"
Last updateThis incident has been resolved.
Services are recovering at this time.
We're currently investigating the root cause of the application slowness.
Report: "Slowness of Payout Processing Jobs"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Delays with some of our asynchronous processing jobs."
Last update4:38 PM PT - Investigating: We are experiencing a slowdown with some of our asynchronous processing jobs. Some customers may experience delays. 6:45 PM PT - Identified: We have identified the issue resulting in slowdown of our asynchronous processing jobs affecting some customers. We are working on a fix to resolve. 6:48 PM PT - Monitoring: We have confirmed that our queues started to recover. We are actively monitoring the issue and provide further updates. 8:17 PM PT - Monitoring: Recovery is almost complete. No further delays are expected. 8:31 PM PT - Resolved: We have been able to confirm the resolution of this incident. Queues are back to normal.
Report: "Degraded performance for worksheet load time"
Last updateSome customers may experience increased load times for certain worksheets
Report: "Issues with Managed Connectors"
Last updateThis incident has been resolved.
We are experiencing issues with Managed Connectors. We are investigating the issue and will keep you posted.
Report: "Payout processing performance degradation"
Last updateIssues with payout processing performance have been resolved.
CaptivateIQ is experiencing performance degradation of the payout processing and is aware of the issue and implementing a fix
Report: "Payout processing and unified worksheets issue"
Last updateThe issue has been resolved as of 11:30AM PT
We've implemented a fix and are working on correcting issues that occurred during the incident.
We've identified the issue and have paused payout processing while the fix is implemented.
We're currently investigating the issue and will provide updates as they are available.
Report: "We are experiencing service degradation"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are continuing to work on a fix for this issue.
The issue has been identified and a fix is being implemented.
Report: "Long processing times"
Last updateWe've resolved the issue with long running processing times.
We’re currently experiencing longer than normal processing times for some tasks running in CaptivateIQ. We’re actively working on this issue.
Report: "We are experiencing service degradation"
Last updateWe have resolved the issue and are monitoring behavior
Report: "We’re currently troubleshooting an issue with Spreadsheet Downloads"
Last updateWe have resolved the issue. We are monitoring the situation.
We’re currently troubleshooting an issue with Spreadsheet Downloads. We’re working to restore this feature as soon as possible.
Report: "Dashboards down, degraded app performance"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The Dashboards feature is currently down, and we are experiencing degraded performance across the rest of the application. Our team is actively working on a resolution.
Report: "Page Load Failures"
Last updateThis incident has been resolved.
We have identified the root cause. A resolution has been applied and we are continuing to monitor.
We are currently investigating an issue with loading certain pages within our application
Report: "Jobs and worksheet loading issues"
Last updateThe incident is resolved and the remaining backlog of tasks has been cleared. Users may see some failed tasks between the hours of 8:30am-10am PDT, these tasks can be manually reprocessed.
Service is restored and all systems are operational. However, we are still working through the backlog of jobs that were affected during the outage between 9 and 10am PDT. We are working to resolve the issues with these affected jobs.
The issue has been identified and a fix is being implemented - we expect resolution by 10:30am PDT. Users will continue to experience issues processing jobs and loading worksheets until then.
We are experiencing some infrastructural issues that will affect Jobs processing and worksheet loading for some customers. We are actively working to resolve it.
Report: "Issues processing payouts"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Issues Processing Jobs"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Intermittent Networking Issues"
Last updateThis incident has been resolved by our provider.
We are continuing to monitor this issue as it resolves. We are sorry for the inconvenience.
We are experiencing intermittent issues with one of our network providers. You may experience occasional long load times or issues loading the application. Our provider has resolved the issue and is continuing to recover. We will continue to monitor and post updates.
Report: "Service Performance Recovering"
Last updateThe incident with our service provider that affected our application has been resolved.
Provider services have largely recovered. Some users may continue to experience intermittent errors. We will continue to monitor the situation.
Provider services are continuing to recover, but we still see intermittent issues with the follow services: * CSV uploading * Data exporting, including CSV downloads * Data syncs, including SFTP * Payout processing * Historical worksheets * Report generation We will continue to monitor the issue and provide updates
Provider services are recovering. Our services should return to normal as a result. There may still be intermittent issues with the following services: * CSV uploading * Data exporting, including CSV downloads * Data syncs, including SFTP * Payout processing * Historical worksheets * Report generation We will continue to monitor performance.
We are seeing impact with the following services * CSV uploading * Data exporting, including CSV downloads * Data syncs, including SFTP * Payout processing * Historical worksheets * Report generation
We are currently investigating the impact this will have on our services, and will update this notice as we learn more. https://downdetector.com/status/aws-amazon-web-services/
Report: "Degraded Loading Times"
Last updateWe have since resolved the degraded performance issue. Thank you for your patience.
We've identified the root cause and have put in a fix, we are continuing to monitor the issue.
We are currently investigating an issue with degraded loading times in our application. We have identified the issue and are working to resolve it.